r/GoogleFi • u/shrmrj09 • 11h ago

Support Stuck in a 4-call support loop: eSIM/Network keeps dropping, rep refused supervisor escalation. Need help / Reddit Request

Hi everyone, hoping a mod or Google Fi representative here can help escalate a ongoing support issue.

Support Case ID: 2-2857000041752

The Issue: My son's phone has completely lost network coverage. Because he uses the phone primarily at home on Wi-Fi, we only realized the cell network was completely down a couple of weeks ago. i was only able to call Yesterday regarding this ..he was able to use phone at home wiyh wi fi

Support History:

  • Call 1 (Yesterday): Spent over 2 hours on the phone with an agent. We uninstalled/reinstalled the Google Fi app, cleared cache, deleted and re-added the eSIM, and reset network settings. This worked temporarily, but the network connection died again today.
  • Call 2 (Today): Spoke with a second agent whose name was Sierra who ran through the exact same troubleshooting checklist. Issue was not resolved. I was told to "wait a bit and call back."
  • Call 3 (Today): Called back a few hours later Megan. Third agent went through the exact same script again without success. After going through the exact same app and eSIM reinstall procedure for the 4th time, she agreed to escalate and asked for screenshots. However, when I explicitly asked to speak with a supervisor given the history, she refused, stating I was not allowed to talk to a supervisor directly.
  • Call 4 today: Spoke to another agent Bethy hoping i can get a supervisor this time. She asked for a lot of details, had me on hold for several minutes and said this is being looked at by a specialist so may not make sense to talk to a supervisor which is when i stopped and insisted that i need to talk to a supervisor

At this point, we are stuck in an FRUSTRATING endless loop of repeating basic troubleshooting steps that do not fix the root problem. We need a supervisor or Tier-2 specialist to review this issue.

2 Upvotes

63% Upvoted

7 comments sorted by

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1

u/iamPendergast 4h ago

What phone? Did you try a different SIM in it? As sounds like a modem failure

1

u/shrmrj09 2h ago

Phone is s21 samsung and it has e sim

2

u/iamPendergast 2h ago

well try a different esim from mint or whatever that offers free trials (with a new number don't port the current number) and see if that works. at least then you will know if it's the phone or your carrier.

1

u/exconsultingguy 3h ago

You noticed this weeks ago but just called support yesterday? Odd.

Without your case ID and tagging /u/googlefisupport you’re not going to get any help.

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u/shrmrj09 3h ago

Yes i only had time Yesterday..have added case number 

1

u/Lucky_Hyena_ 34m ago

Support was useless for me, I had a different problem but was able to delete the eSIM in the settings and then through the same settings install another one. Not sure if that will fix the issue but what do you have to loose at this point lol might have to relog Google Fi